Member Support Specialist

WeWork•Miami, FL

35d•Onsite

About The Position

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work. About the Opportunity Community and commitment to our Members have been our brand’s driving force. We put our Members at the heart of everything we do and nowhere is this truer than in our support hubs around the world including London, Mexico, Miami & Seoul. Even in today’s digital world, there are times when Members want a personal touch or help that only a human being can give them. That’s where you come in. WeWork’s Service & Experience Support team is on the lookout for a Support Specialist (Tier 2). Based in WeWork’s Miami HQ, you’ll be passionate about exceptional service and thrive in a multifaceted role and fast-paced environment. You’ll not only be a point of escalation for the most challenging issues but also be proactive in preventing these issues at source through continuous improvement and knowledge sharing. As an expert troubleshooter, you’ll respond to incoming interactions across multiple channels including ticketing systems (Salesforce Service Cloud), phone calls, live chat, and social media. When you’re not directly supporting our Members you’ll be supporting projects and initiatives that elevate our service quality & efficiency. You’ll already have or develop exceptional knowledge of the WeWork brand and service in each territory we operate in. Quick thinking and top communication skills will be critical to your success. You’ll have no problem stepping in and delivering or arranging (in collaboration with in-building teams) ‘service recovery’ that could make a massive difference to our reputation and to our Members’ experience when we haven’t got something right. You’ll also add to the business's growing ‘voice of the customer’, delivering actionable Member insights to the wider Member Experience team to drive down customer effort and increase customer satisfaction.

Requirements

Excellent customer service skills with a strong commitment to achieving targets
Creative and adaptable to overcome challenges in a constantly evolving environment
2+ years of experience in working in customer services role(s), contact center experience desirable
Extremely tech-savvy and have a knack for learning and understanding the complex relationships between systems, processes, and stakeholders
Excellent communication, collaboration, writing, and presentation skills
Excellent time management and organizational skills
Experience with a Knowledge Center/ Help Center development
Strong preference for candidates who are proficient with Salesforce, ZenDesk, or FreshDesk
This role requires in-person interaction on a weekly basis at WeWork’s designated HQ
Flexible and able to work evenings & on rare occasions weekends (usually at month end)

Responsibilities

Handling Escalations: own and handle end to end escalated calls, support requests, and feedback from Members across Tier 2.
Provide expert technical support and troubleshooting to members experiencing issues with our digital products. This includes investigating and resolving problems related to the WeWork website, mobile app, and account management platforms. You will analyze member requests, identify root causes, and guide members towards effective solutions
Process manual contracts (move-ins, transfers, renewals, add-ons, etc.)
Review and adjust inventory and office information, including pricing, capacity, and new office creation
Ensuring high levels of attention to detail and providing accurate information, to minimise the need for the Member to contact us again
Collaboration: able to work independently and collaboratively, manage own workload, and remain calm and organised under pressure.
Partner with in-building and engineering teams to ensure members’ requests are being resolved within agreed SLAs
Provide WeWork members and employees with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions
Support the creation of documentation in our knowledge base to constantly improve our services and processes
Engage and partner with cross-functional departments such as Billing, Facilities, Security, Applications, Engineering, Information Security, Governance & Compliance, and Building Technology where support interactions require additional team collaboration to solve
Prioritise and quickly resolve urgent and VIP member and employee interactions & questions that have been escalated from the Tier 1 or WeWork Leadership to deliver effective service recovery

Benefits

Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including 20 days of PTO, approximately 10 paid holidays, 80 hours of paid sick leave, 16 weeks paid parental leave, competitive healthcare benefits, 401K plan, Life & AD&D insurance.

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